In March 2023, a seasoned hospitality consultant was preparing a presentation for a client in Dubai, United Arab Emirates for a luxury property in Saudi Arabia’s Sindalah Island. The consultant’s personal journey was deeply influenced by the Mumbai terrorist attacks of 2008 at The Taj Mahal Palace, Mumbai hotel, where she experienced the irreplaceable value of human empathy and service excellence in crisis. That transformative experience shaped her approach to hospitality but created internal conflict when witnessing her young colleague’s technology-centric proposal. As she prepared her recommendations for the client, she grappled with fundamental questions about the future of the luxury hospitality industry and how to craft a service excellence playbook honouring the timeless principles of hospitality and the demands of modern luxury travellers, particularly in the context of Saudi Arabia’s ambitious tourism vision. Her personal and professional journey would serve as a compelling examination of how traditional hospitality values could be preserved and enhanced in an age of rapid technological advancement.
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